Support

How to reach us

Email help@personade.com. It reaches the people who build the product, not a queue. There is no ticket portal to sign into and no phone tree.

If something looks broken rather than confusing, check status.personade.com first. It shows whether campaigns, the inbox and sign in are working right now, and it is hosted away from our own servers so it stays up when we do not. If it is already red, we know and are on it, and you do not need to write.

For anything about data, deletion or a privacy request, write to privacy@personade.com instead, so it is logged properly.

What to include

We can usually fix something on the first reply if the email contains enough to reproduce it. Useful things to send:

• The email address on your account, and which LinkedIn account the problem is on if you have more than one.
• What you expected to happen, and what happened instead.
• For a message that did not go out: the campaign, the lead it was for, and the date it should have been sent.
• Any error code we showed you. They look like SB-4001 and they point us straight at the right place.
• A screenshot, if it is something you can see.

Please do not email us your LinkedIn password. The app asks for it once when you connect and never again, and we will ask you to change it if you do send it.

Response times

• Anything blocking a send, such as a stuck campaign or a LinkedIn account that will not connect: same working day.
• Everything else: within one working day, Monday to Friday.
• Security reports: acknowledged within 24 hours, including at weekends.

We are a small team in one timezone, so a message sent late on Friday will usually be answered on Monday. If something is genuinely urgent, say so in the subject line and we will treat it that way.

Personade

The outreach product at app.personade.com. You connect your LinkedIn account, import leads, and Personade sends the connection requests and follow-ups for you.

A campaign paused, or is moving slowly

Two things are usually behind it. A reply from a lead stops the sequence for that person, so nobody gets a follow-up after they have answered. And every account has a daily limit and working hours, so a campaign sends a steady amount each day rather than all at once. A new account also starts on a three-week warm-up with lower limits. If a campaign has not sent anything for a full working day, tell us and we will look.

How limits work

• Each LinkedIn account has its own daily limit for connection requests and messages, and its own working hours.
• We set conservative limits by default. You can lower them, and we will say so if you try to raise them past what we think is safe.
• Each account connects from one fixed residential IP, always the same one, so LinkedIn sees it from the same place every day.
• Finding and importing leads does not count against any limit.

My LinkedIn account will not connect

Sign out of LinkedIn in your browser, sign back in, and try connecting again. If LinkedIn asks you to verify the sign in, complete that first. If it still fails, send us the error code you were shown.

Security and privacy

To report a vulnerability, email help@personade.com with "security" in the subject line. Tell us what you found and how to reproduce it. We will acknowledge within 24 hours, we will not take legal action against good-faith research, and we will name you if you want us to.

For what we store and why, see our privacy policy. The short version: your LinkedIn session is stored encrypted, and we only use it to run the campaigns you set up.

Billing

Pro is one price per month or per year. Agency is priced per LinkedIn account, with a minimum of three. Your first plan starts with a 14-day free trial, one trial per customer. The video add-on is priced on a call and billed separately.

Invoices, receipts, card changes and cancellations all live under Billing in the app. Cancelling stops the next renewal and your plan runs to the end of the period you paid for. For anything that page cannot do, including purchase orders, email help@personade.com.